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Global Contact Center Market 2018-2022

Global Contact Center Market 2018-2022

About Contact Center

A contact center acts as a central point in an enterprise from where all contacts are managed. It plays a prominent role in the broad customer management strategies of an enterprise.

Technavio’s analysts forecast the global contact center market to grow at a CAGR of 8.54 % during the period 2018-2022.

Covered in this report

The report covers the present scenario and the growth prospects of the global contact center market for 2018-2022. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions.

The market is divided into the following segments based on geography:

  • Americas
  • APAC
  • EMEA
Technavio's report, Global Contact Center Market 2018-2022, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

Key vendors
  • Aspect
  • Cisco Systems
  • Genesys
Market driver
  • Rising adoption of cloud-based contact centers
  • For a full, detailed list, view our report
Market challenge
  • Inability to achieve an ASA
  • For a full, detailed list, view our report
Market trend
  • Integration of chatbots for better turnaround times
  • For a full, detailed list, view our report
Key questions answered in this report
  • What will the market size be in 2022 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?


Press Release

Technavio Announces the Publication of its Research Report – Global Contact Center Market 2018-2022

Technavio recognizes the following companies as the key players in the global contact center market: Aspect, Cisco Systems, and Genesys.

Commenting on the report, an analyst from Technavio’s team said: “The latest trend gaining momentum in the market is Integration of chatbots for better turnaround times. In a contact center, an agent will have to request the caller to wait for some time so that he/she can retrieve the relevant data for resolving the issue. Even a slight delay in giving the response can make the caller look elsewhere to solve the problem. It can also force the customer to switch to a competitor. Hence, contact centers are trying to implement chatbots in their processes because, in the future, they must look for options other human agents to handle simple customer queries and provide better resolutions.”

According to the report, one of the major drivers for this market is Rising adoption of cloud-based contact centers. A cloud-based contact center is a software-as-a-service(SaaS) that is deployed, stored, and precisely designed for cloud solutions. Enterprises can use this service on subscription, where they are charged on a pay-as-you-go basis (they are charged by the vendors only for the service they have availed). Cloud based contact centers are flexible as they are able to quickly adapt to the changing business needs and can be integrated with third-party applications through open application programming interface (API) frameworks.

Further, the report states that one of the major factors hindering the growth of this market is Inability to achieve an ASA. The biggest challenge faced by inbound and blended contact centers is to achieve a predetermined average speed of answer (ASA). An ASA is the key performance indicator for contact centers, which helps managers in assessing their team’s performance and the efficiency of their callers. An ASA includes the amount of time a customer waits in the line and time the agent’s phone is ringing. However, it does not include the time taken for customers to navigate through IVR. Contact centers should use workforce management (WFM) solutions to manage their resources so that they can meet the desired ASA and service levels. Owing to the growing customer expectations for better services, this problem is a huge challenge for the vendors of contact center solutions.

Companies Mentioned

Aspect, Cisco Systems, and Genesys.

  • Executive summary
  • Scope of the report
  • Research methodology
  • Market landscape
    • Market ecosystem
      • Table Parent market
      • Table Global IT service market
    • Market characteristics
      • Table Market characteristics
    • Market segmentation analysis
      • Table Market segments
  • Market sizing
    • Market definition
      • Table Market definition - Inclusions and exclusions checklist
    • Market sizing 2017
      • Table Market size 2017
      • Table Validation techniques employed for market sizing 2017
    • Market size and forecast 2017-2022
      • Table Global contact center market – Market size and forecast 2017-2022 ($ bn)
      • Table Global contact center market – Year-over-year growth 2018-2022 (%)
  • Five forces analysis
    • Table Five forces analysis 2017
    • Table Five forces analysis 2022
    • Bargaining power of buyers
      • Table Bargaining power of buyers
    • Bargaining power of suppliers
      • Table Bargaining power of suppliers
    • Threat of new entrants
      • Table Threat of new entrants
    • Threat of substitutes
      • Table Threat of substitutes
    • Threat of rivalry
      • Table Threat of rivalry
    • Market condition
      • Table Market condition - Five forces 2017
      • Table Market condition - Five forces 2022
  • Market segmentation by type of interaction
    • Segmentation by type of interaction
      • Table Global contact center market by type of interaction – Market share 2017-2022 (%)
    • Comparison by type of interaction
      • Table Comparison by type of interaction
    • Voice-based – Market size and forecast 2017-2022
      • Table Voice-based – Market size and forecast 2017-2022 ($ bn)
      • Table Voice-based – Year-over-year growth 2018-2022 (%)
    • Text-based – Market size and forecast 2017-2022
      • Table Text-based – Market size and forecast 2017-2022 ($ bn)
      • Table Text-based – Year-over-year growth 2018-2022 (%)
    • Social media-based – Market size and forecast 2017-2022
      • Table Social media-based – Market size and forecast 2017-2022 ($ bn)
      • Table Social media-based – Year-over-year growth 2018-2022 (%)
    • Market opportunity by type of interaction
      • Table Market opportunity by type of interaction
  • Market segmentation by deployment
    • Segmentation by deployment
    • On-premises
    • Cloud-based
      • Table Vendors and the types of contact center solutions they offer
  • Customer landscape
    • Table Customer landscape
  • Regional landscape
    • Geographical segmentation
      • Table Global contact center market by geography – Market share 2017-2022 (%)
    • Regional comparison
      • Table Regional comparison
    • Americas – Market size and forecast 2017-2022
      • Table Americas – Market size and forecast 2017-2022 ($ bn)
      • Table Americas – Year-over-year growth 2018-2022 (%)
      • Table Top 3 countries in the Americas
    • EMEA – Market size and forecast 2017-2022
      • Table EMEA – Market size and forecast 2017-2022 ($ bn)
      • Table EMEA – Year-over-year growth 2018-2022 (%)
      • Table Top 3 countries in EMEA
    • APAC – Market size and forecast 2017-2022
      • Table APAC – Market size and forecast 2017-2022 ($ bn)
      • Table APAC – Year-over-year growth 2018-2022 (%)
      • Table Top 3 countries in APAC
    • Market opportunity
      • Table Market opportunity
  • Decision framework
  • Drivers and challenges
    • Market drivers
    • Market challenges
  • Market trends
    • Integration of chatbots for better turnaround times
    • Use of analytics for enhancing the customer experience
    • Incorporation of AI for providing customized solutions
  • Vendor landscape
    • Overview
      • Table Vendor landscape
    • Landscape disruption
      • Table Landscape disruption
    • Competitive scenario
      • Table Product description
  • Vendor analysis
    • Vendors covered
      • Table Vendors covered
    • Vendor classification
      • Table Vendor classification
    • Market positioning of vendors
      • Table Market positioning of vendors
    • Aspect
      • Table Aspect - Overview
      • Table Aspect – Business segments
      • Table Aspect – Organizational developments
      • Table Aspect – Key customers
    • Cisco Systems
      • Table Cisco Systems -Overview
      • Table Cisco Systems – Business segments
      • Table Cisco Systems – Organizational developments
      • Table Cisco Systems – Geographic focus
      • Table Cisco Systems – Segment focus
      • Table Cisco Systems – Key customers
    • Genesys
      • Table Genesys - Overview
      • Table Genesys – Business segments
      • Table Genesys – Organizational developments
      • Table Genesys – Key customers
  • Appendix
    • List of abbreviations
  • Explore Technavio

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